Contacts in Ndoto

Every person who messages you through any channel is stored as a contact in Ndoto. Contacts give your team a complete picture of who they're talking to — across all channels and over time — so agents never have to ask a customer to repeat themselves.

What a Contact Profile Contains

A contact profile includes:

• Name
• Email address
• Phone number
• Identifier — a custom ID from your own system (e.g., a user ID from your database)
• Contact type — visitor, lead, or customer
• Location — country and city
• Company — the company the contact is associated with
• Custom attributes — any additional fields specific to your business

Conversation History

Every conversation a contact has had across any channel is visible on their profile. Agents can see the full history of interactions before and during a conversation, giving them context without asking the customer to repeat themselves.

Contact Notes

Agents can add notes to a contact profile to record important information — for example, a known preference, a past issue, or account details. Notes are internal and not visible to the customer.

Akili, the AI agent, can also add contact notes automatically during a conversation using its built-in tools.

Custom Attributes

Custom attributes let you store additional structured data on a contact beyond the standard fields. These are defined by your team and can be of various types:

• Text
• Number
• Currency
• Percentage
• Link
• Date
• List (dropdown)
• Checkbox

Custom attributes on contacts can be set manually by agents, populated via automation rules, or updated by Akili during a conversation.

Companies

Contacts can be associated with a company. Companies have their own profiles with attributes and custom fields, making Ndoto useful for B2B support where you need to track both the individual and the organization they belong to.

Contact Segments

Contacts can be filtered and grouped using segments. A segment is a saved filter based on contact attributes — for example, all customers from a specific country, or all leads with a certain custom attribute value. Segments can be used to target outbound campaigns.

Merging Duplicate Contacts

If the same person contacts you through different channels, they may end up as separate contact records. Ndoto lets you merge duplicate contacts into a single profile, combining their conversation history and attributes.

Blocking a Contact

If needed, a contact can be blocked. Blocked contacts cannot start new conversations.

Related Docs

• Conversations — linked to every contact profile
• Channels — where contact messages originate
• Akili AI Agent — can read and update contact data
• Automation — set contact attributes automatically
• API Contacts — manage contacts via REST API